4sq + scrm
Post on 18-Oct-2014
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4sq + SCRMMayor Stefano Mizzella
http://www.flickr.com/photos/roomjosh/2072272160/
Social CRM
Social CRM is the company’s response to the customer’s ownership of the conversation. Paul Greenberg
Le citazioni del vs brand sui social sono email per voi, con in cc: il mondo intero.
Gianluca Diegoli
Traditional Customer
Social Customer
Some 90% of buyers trust peer
reviews and 70% trust online
reviewsAmerican Marketing Association
http://www.flickr.com/photos/dpstyles/4107097443/
The end goal of CRM is to allow the company to effectively manage
the customer in order to keep them purchasing a product or service.
Social CRM involves companies
collaborating with their customers to
create advocacy, by improving
customer experiences.
Framework
Social CustomerInsights
BusinessValues
Social Marketing
Social Sales
Social Service &Support
Social Innovation
Collaboration
CustomerExperience
Social Customers Insights
Most recent visitors
Most frequent visitors
Time of day people check in
Total number of unique visitors
Histogram of check-ins per day
Gender breakdown of customers
Check-ins broadcast to Twitter and Facebook
Sentiment
Key infulencers
Top sources
Top mentions
Customers tips
Social Marketing
Own your venues
Create a multi-platform strategy
Design a playful engagement
Follow your visitors on Twitter
Mirror your venues on Facebook
Social Sales
Utilize tips
Promote Check-ins
Offer specials to mayors
Offer specials to everyday visitators
Target first time customers
Reward loyalty
Track ROI
Foursquare + Square
Hutch Carpenter
Social Service & Support
Consider your customers as a community
Offer real-time feedbacks and support
Provide fun & usefull informations
Recruit and reward brand ambassadors
Social Innovation
Collaboration
Customer Experience
Results
Social Customer Insights
Social Marketing
Social Sales
Social Service & Support
Social Innovation
Collaboration
Customer Experience
